EBAY GLOBAL SHIPPING - HOW DO YOU MAKE A CLAIM FOR A BUYER?

[style.1900.originals]

Hello,

I am litererally going around in circles, wasting hours of my time on a truly awful customer services ebay. I NOW HAVE THREE items that have either disappeared or arrived damaged and Ebay-Packlink or Hermes say that they are not responsible, but no way of getting hold of Ebay Global Shipping!

I have sold 100s of items without any issues UNTIL NOW! 

I am really pulling my hair out - this is stopping me getting on with my life - I am unable to list items to sell, so not bringing any money in, stopping me from doing anything, purely from the errors of other peple who are probably paid much more than me to do a really **bleep** job!

I DO NOT KNOW WHAT TO DO!

Any advise?

Cheers, Jono.

[red_magpie]

"Antiques and Collectables not insured - sent at your own risk"

It isn't only the terms of eBay's global shipping that you haven't read. You haven't even read eBay's money back guarantee to buyers, although there's a link to it on every listing!

Items sold on eBay are dispatched at the seller's risk. EBay makes the seller responsible for refunding for loss or damage, regardless of whether the item was insured. You can charge the buyer for an insured postal service like RM special delivery, but the cost is often disproportionate to the value and would make the item unsellable.

The only exception is eBay's GSP, where the seller's liability ends once delivered to the reshipping hub in Lichfield. Just ask the buyers to open a money back guarantee case, and to make clear that the item was delivered using the GSP.

It's so important to understand the rules if you sell here. It would have saved you wasting hours of your time trying to call eBay!

[arkwebus]

In addition - as a business seller - there should be reference to your contact address and details on the listings.

It is normally at the bottom but I could not see it!

@style.1900.originals

[ruby*tuesday]

Don't use Packlink, is just another link in the chain of events you don't need. I send hubby to the PO with my Parcels. Never had any problems with RM.

[plpmr]

You need to be extremely careful how you handle this as you could be seriously out of pocket if you try to handle this yourself. Global is responsible for the refund, not you.

Your buyer needs to open a case for not as described 'damaged in transit' and you respond and you cite that according to Global T&C you, the seller, are not responsible for any loss or damage in transit once it has arrived at the Global hub.

[redwick1]

You are not responsible for items that are lost or damaged once they leave the hub in Lichfield on the GSP

SEe the information on the link

The buyer opens a dispute and makes sure ebay knows it is GSP

You can contact ebay through the link and make sure ebay know it is GSP

Did they arrive at the hub?

If they were sent by RM or Courier through the ebay Packlink then they are not respoinsible if the items arrived at the hub in Lichfield

If the problem occurred before the hub then you deal with packlink

https://support-ebay.packlink.com/hc/en-gb/articles/360004768420-eBay-Delivery-Powered-by-Packlink-T...

I would not use packlink as there are many problems 

Much better to use Royal MAil or a courier and do it yourself

[style.1900.originals]

Thanks for your message. I know that I am not responsible, but the seller thinks that I am and are claiming against me. I am working with them, but am getting to the end of my tether as there is no link to simply say GSP Make a Claim!
Why do they not make it simple.
Packlink claim that they are not responsible! They are simply useless!
All three items arrived safely at the hub, but then went missing/got damaged after that.
Ebay are no help whatsoever.

[redwick1]

Once they are at the hub then the delivery agent Packlink or Hermes are not responsible
They delivered the item to the address given.
Did you read the link to packlink I gave?
If you read it there is a place to claim ( if it works)
https://support-ebay.packlink.com/hc/en-gb

If they arrived at the hub it is then down to Pitney Bowes
SEe the link. If you scroll right down then there is a link to Customer Services for GSP
https://sellercentre.ebay.co.uk/private/global-shipping-programme

You dont need to do any more with the buyer
It is up to then to open a dispute and make sure ebay know it was GSP

[ruby*tuesday]

Just ask your Buyers to use the Ebay Money Back Guarantee and open disputes.

Depending on what Case they open you need to deal with it. Item Not Received you should have entered Tracking to Dispatch. You won't have to Refund as long as you can prove Delivery to the Hub.

As for Damage, Buyer opens a Case for Item Not As Described. If the damage was caused in Transit you need to make Ebay know when you reply to the Case. If your Buyer claims that you sent them a damaged Item : you are responsible and will have to fully Refund.

[style.1900.originals]

Thank you for your messages and comments, I am slowly working through the cases.

Is it not strange though, how I have packed and posted many items over many years with virtually no problems, but then have had several when ebay changed to using packlink as the middleman?